CSA

About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: CSA
Grade: H2 Job Category: Associate
Function/Department: Operations
Reporting to: Team Lead
Role Description:
Roles & Responsibilities (Indicative not exhaustive)
A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send e-mails to existing/new queries on services provided by the client.
The Agent will play an integral role in improving the customer experience by providing fast, friendly and effective service with accurate and personal solutions to customer enquiries.
Key Results
 Production, Quality
 Shift and reporting adherence
 Process knowledge
Role Holder Profile
A. Preferred educational qualifications: Graduate Any discipline – 3 Years B. Preferred work experience: Fresher
© Firstsource Solutions Limited | January 11, 2023 2
C. Skills and Competencies
i. Functional / Technical:
 Good Communication Skills
 Listening & Comprehension
ii. Behavioral:
 Shift Adherence
 Floor Decorum
 Interpersonal skills
 Team Player
D. Corporate Values Must demonstrate Firstsource values (REACCH):